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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 ~ 620-344-0178 ~


Career Profile


Dedicated and accomplished Strategic Leader with 20+ years of experience and a solid track record of achieving exceptional levels of productivity along with a demonstrated background in improving efficient business operations and identifying potential clients within the territory. Equipped with high-level communication and presentation skills with a commitment to superior client service and satisfaction. Offer solid supervisory abilities with experience in leading large-scale projects, managing cross-functional teams, and implementing innovative processes.


Key Competencies


Operations Management Team Leadership/Motivation Training/Coaching Self-Motivated

Key Client Retention Relationship Building Staff Development CRM Report Development

Persuasive Presentations Call Center Environment Strategy Alignment New Business Development

Strategy Implementation Staff Management Crystal Reports Software Contract Negotiation


Professional Experience

Birch Communications, Emporia, KS                                                                          August 2002-Present

Director, Customer Care

  Direct daily operations within a fast-paced call center environment with a concentration on increasing productivity and efficiency levels

  Design and implement innovative policies and standard operating procedures which increase retention rates and improve customer satisfaction levels

  Create comprehensive departmental reports used by senior leadership, review CRM reports, and supervise approximately 14 individual customer support teams

  Utilized superior communication and interpersonal abilities to maintain positive rapport with clients in addition to diffusing escalated customer service situations

  Played a lead role in 26 acquisitions which were aimed at implementing new products and customer bases into a complex support structure

  Recognized with the Call Center of Excellence Certification in 2012, 2013 =, and 2014

  Awarded Top 100 Call Center in 2013 and Top 50 Call Center Award in 2014


Manager, Universal Call Center

  Coordinated daily operations within a call center which required supervising a team of 18 Customer Service Representatives and providing individualized coaching/feedback

  Ensured both individual and group call center metrics were adhered to, generated monthly reports which highlighted goal completion, and completed staffing forecasts

  Instrumental in new hire screening and interviewing, assisted with special operations projects as needed, and oversaw specialized reporting requests

  Consistently demonstrated an ability to exceed departmental goals due to an exceptional ability to maintain productivity and improve employee morale levels

Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 ~ 620-344-0178 ~


Professional Experience Continued:

Senior Business Analysis Manager

  Supported customer service operations within the organization which required generating operations reports and maintaining existing reporting tools

  Maintained positive rapport with internal and external clients, acted as as Subject Matter Expert in regards to Crystal Reports software, and modified reports as needed


Manager, Contact Center Support

  Led daily functions within the contact support center which included working closely with vendors and internal clients on IVR activity best practices

  Successfully planned and managed large scale projects, consistently improved performance quality and efficiency, and generated business forecasts  


Additional Professional Experience Includes: Help Desk Manager, Sykes Enterprises and Account Manager, Sykes Enterprises

Education & Technical Skills


Associates Degree of Science, Cloud County Community College


Proficient in: Windows OS Support, Lucent CentreVu, NEC, Apropos, Mitel, Cisco IVR/ACD Clients, Microsoft Office Suite, Microsoft Access, Microsoft Visio, Crystal Reports XI, Business Objects, SIMS Payroll Software, People Scheduler, Blue Pumpkin, TCS Scheduling Software, and Verint WFM Suite



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